As always, Dave McKinney provided me excellent service last Saturday.
I do want to share a few points with which I was not too happy:
- When setting up the appointment, I asked the young lady about available Service Coupons. She suggested that I go to the web site to find any coupons. I told her that she was making me do the work, and that she should look for me. She did look, but said she could not find them on the site. She transferred me to another lady who was more familiar with the web site. I think the Scheduler should be better trained, and should not ask the customer to do the searching.
- Consider revising the Germain web site so that after a Google for Service, the page that comes up should prominently display the Service Dept. telephone number. I could not easily see a Service telephone number. Again, make it easier for the customer to work with Germain.
- On March 1, 2017 at 10:22 AM I got an email from email@example.com stating that my appointment for 03/04/2017 was CANCELLED. I called, and a lady told me my appointment showed on her screen, and that she had no idea how/why I got the Cancelled email. I suggest someone research the origin of my “phantom” cancellation email. Not a good thing to have customers cancelled and confused.
Based on my experience, it seems that the Shop is GREAT, but the “back-office” performance can be improved.